Welcome to Sears Home Services chat support. You are now connected to Thomas **. 8:42 am. Thomas *, Thank you for choosing Sears Home Services. This is Thomas. How may I assist you today? 8:42 am. You Hi Thomas, you may want to get a supervisor on the line. 8:43 am. Thomas **, Hello. I can help you help connect you to my supervisor. However, may I know what is the issue? 8:44 am. You of course. 8:44 am. This is really getting exhausting. We have had 3 service calls and the issue still isn't resolved.
There have been major inconsistencies between the technicians. The 2nd technician said the 1st one was supposed to replace a part and that he was unaware of it. The 1st technician didn't use a floor mat to move my refrigerator. The ice maker was working after the first service call but not after the second one. After the 2nd service call, water was spitting out of the ice maker. When I made the 3rd service technician aware of this, he seemed disinterested. I'm not sure he took my comments into consideration.
The third service call was specifically for the ice maker. 24 hours later no ice. The tech provided explicit instructions to turn the breaker off to the fridge for 15 minutes and turn it back on, which I did. Still no ice. The next morning my Wife comes down and smells a burning chemical smell coming from the refrigerator. I open the fridge and the ice maker assembly is hot. I had to spend an hour removing the ice maker assembly, and the it was so hot I had to use oven mitts to remove it. I wonder if my wife hadn't smell it, whether it would have burned my house down. And to what other extent has Sears damaged my fridge.
You have taken a lot of my time to do these repairs. I have to take off work to make sure you guys can do your job. My family has no confidence in Sears ability to repair our fridge. You haven't given us a reason to think otherwise. 8:46 am. Thomas **, I am extremely sorry for what has happened so far. 8:46 am. Let me check what I can do to help you. 8:48 am. Please stay online while I transfer this chat to my supervisor who will assist you further. 8:48 am. You sure Please wait while we transfer you... Thomas ** left Steve ***** joined 8:53 am. Steve **, Hi there! 8:53 am. Please allow me a 2 to 3 minutes while I check the previous conversation. 8:53 am. You sure 8:55 am. Steve **, Thank you for waiting. 8:55 am. I completely understand your frustration at this point, and want to apologize for all of the frustration that you have experienced thus far. 8:55 am. Let me quickly check and see what best can be done on this chat. 8:55 am. To proceed further, may I have your full name, phone number?
8:55 am. You
8:55 am.
8:56 am. Steve *****, Thank you for the details.
8:56 am. Is this in reference to the Maytag refrigerator purchased on 01/02/2013? 8:57 am. You I didn't purchase the fridge, it came with the house. I'm unaware as to it's purchased date. 8:58 am. Steve **, Okay, I'll go ahead and schedule another repair service appointment so that our technician can visit and fix the refrigerator. 8:58 am. You That's not how this is going to work. 8:59 am. The last technician told me, if anything else goes wrong. Wait until the Warranty kicks in, why did he say that? 8:59 am. Steve *, I apologize, here on this chat we can only schedule a repair service appointment. 8:59 am. You What you can do is answer my questions. 9:00 am. Steve *, I am sorry, we don't have information why technician informed you about this. 9:00 am. If you wish to get the unit replacement under home warranty plan, you need to get in touch with our home warranty team. 9:00 am. Please contact our Home Warranty Department at 888-246-3756 or 855-256-2467. M-F 8 AM -10 PM, Sat 8AM -7 PM (EST). 9:00 am. They will check and assist you further. 9:01 am. You Are you kidding me 9:01 am. Instead of answering my questions, your playing hot potatoe. 9:01 am. You coming out again solves nothing, i will be in the same position talking to you now. 9:02 am. I need to make sure this is the last time Sears wastes my time. 9:03 am. Steve *, I'll definitely make a request to our routing team so that they can check and fix the refrigerator. 9:03 am. You I don't feel like you're taking me seriously Steve. I would like to speak with your supervisor. 9:03 am. Steve *, I am sorry, we don't have an option to transfer this chat any further. 9:04 am. You Well I need someone who is willing to take my concerns seriously. Is that you? 9:04 am. Steve *, Yes, I'll definitely make a request to our routing supervisor so that he can personally look into this appointment and get the issue fixed. 9:05 am. We can have a technician visit you on Thu Dec 28 between the hours of 8:00 AM and 12:00 PM. May I confirm the appointment? 9:05 am. You Not a chance. I need some assurance that this will be the last time you visit. What do we need to do inorder to make that happen. 9:06 am. I think we know enough about the fridge that we're able to do that. 9:06 am. Who can I speak with to make that happen. 9:07 am. Steve *, I understand your concern, in this case I suggest you to get in touch with our phone associate. 9:07 am. You can contact our Protection Agreement Benefits Administration team at 800-927-7836. 9:07 am. They will check and assist you further on this. 9:08 am. You I love the run around 9:09 am. Thanks for transferring me Steve. You've really done a lot for me. 9:09 am. Steve **, Thank you for choosing Sears Home Services and chatting with me. Have a Great Tuesday!
Submitted December 19, 2017 at 11:29PM by pettijohn85 http://ift.tt/2BeeNTb SEARS
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